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HomeInZagreb – Code of Conduct

At HomeInZagreb we want calm, safe and respectful cooperation between tenants, landlords and our team.

We work with many international students, young professionals and local landlords. Most people are responsible and kind; a small number are not. This Code of Conduct explains what we expect from everyone and when we may decide not to work with someone.

HomeInZagreb is not for everyone.
We do not want constant conflict, aggression or disrespect.
We want people who are ready to follow rules, respect others and live peacefully.

This Code applies to:

  • Tenants and prospective tenants
  • Landlords and property representatives
  • Any other client or partner communicating with HomeInZagreb

1. Core Principles

By working with HomeInZagreb, you agree to:

  1. Respect other people
    • No insults, threats, discrimination or harassment.
    • Treat neighbors, roommates, landlords, tenants and our team with basic politeness.
  2. Respect agreements
    • Read contracts and follow what you signed.
    • Respect house rules, quiet hours, payment deadlines and agreed procedures.
  3. Respect the law
    • Follow the laws and regulations of the Republic of Croatia and relevant EU rules.
    • This includes laws on noise, building use, registration of stay, safety, drugs, alcohol, discrimination and more.
  4. Communicate honestly and calmly
    • Share correct information.
    • Talk to others in a calm, constructive tone, even when there is a problem.
  5. Protect people and property
    • Take care of the apartment and building.
    • Avoid danger, damage and risky behavior that affects others.

2. Expectations for Tenants

As a tenant or prospective tenant, you are expected to:

2.1. Behavior in the apartment and building

  • No parties or large gatherings in the apartment.
  • Respect quiet hours and noise rules (typically 22:00–08:00).
  • No smoking inside the apartment (unless clearly agreed otherwise).
  • No abuse of alcohol and no drugs in the property.
  • Respect neighbors and common areas (staircases, corridors, entryways).

2.2. Cleaning, mold and maintenance

  • Keep the apartment reasonably clean and tidy.
  • Ventilate regularly to avoid mold and humidity damage.
  • Clean kitchen, bathroom and floors on a regular basis, not only before move-out.
  • Report serious problems or defects to the landlord (and HomeInZagreb if needed) as soon as possible.
  • Understand that lack of cleaning and ventilation can cause damage and deposit deductions, and in serious cases may lead to termination of the Tenancy Agreement.

2.3. Payments and documents

  • Pay rent and utilities on time directly to the landlord, as stated in the Tenancy Agreement.
  • Pay service fee and deposit to HomeInZagreb according to the Offer and deadlines.
  • Do not expect the deposit to replace rent or utilities during the stay.
  • Provide correct personal data and documents when requested (ID, contact details, etc.).

2.4. Communication and attitude

  • Communicate in a respectful tone with landlords, roommates, neighbors and HomeInZagreb.
  • If your parents are involved, they may support you, but you, the adult tenant, are our primary contact and the legal party to the contract.
  • Ask questions if something is not clear, but accept when something is not possible (for example, extra furniture, different dates, changes that the landlord does not agree to).
  • Use email or other official channels for important issues, not only informal messages.

3. Expectations for Landlords

As a landlord or property representative, you are expected to:

3.1. Property condition and safety

  • Provide the apartment clean, functional and habitable at move-in.
  • Ensure that basic furniture and essential appliances are in working order.
  • Handle structural and major technical issues (heating, serious leaks, major appliances) in a reasonable time, unless damage is clearly caused by tenant misuse.
  • Follow Croatian laws and building regulations.

3.2. Fair treatment and communication

  • Treat tenants with respect, without discrimination or harassment.
  • Avoid shouting, insulting or threatening tenants, even if there is a problem.
  • Communicate expectations clearly from the beginning (house rules, guest policy, cleaning expectations).
  • Use calm, written communication (email, messages) for important matters.

3.3. Respecting agreements and rights

  • Follow the Tenancy Agreement and any legal requirements.
  • Respect the tenant’s right to privacy and give reasonable notice before entering the apartment (except emergencies).
  • Use fair and transparent logic for deposit deductions, linked to real damage, unpaid rent or unpaid utilities.
  • Do not request payments or conditions that contradict signed contracts or the law.

4. Expectations in Communication with HomeInZagreb

HomeInZagreb is here to help, not to be a target of frustration.

We expect both tenants and landlords to:

  • Use a professional and calm tone in emails, messages and calls.
  • Avoid profanity, insults, threats or aggressive language.
  • Accept that sometimes the answer is “no” or “not possible” (for example, date changes, exceptions to rules, or privileged treatment).
  • Give us time to check facts and coordinate with the other side; not everything can be solved immediately.
  • Respect our working hours (Mon–Fri, 09:00–17:00) and understand that we are not a 24/7 emergency service.

5. Unacceptable Behavior

HomeInZagreb may decide to stop cooperation with clients who show:

  • Repeated non-payment or serious delays without communication.
  • Aggressive, threatening or abusive behavior toward tenants, landlords, neighbors or HomeInZagreb staff.
  • Continuous breaking of house rules (parties, noise, smoking, damage, drugs).
  • Harassment or discriminatory behavior (racism, sexism, insults based on nationality, religion, etc.).
  • Repeated dishonesty (false information, hiding important facts, breaking agreements).
  • Disrespect for Croatian or EU laws (for example, refusing to register stay when required, illegal subletting, Airbnb without permission, etc.).

HomeInZagreb is not obligated to work with everyone.
If a client repeatedly creates problems, we may decide that we no longer wish to cooperate, even if it means refusing new bookings or ending the brokerage relationship.

6. Our Right to Refuse or End Cooperation

To protect tenants, landlords, neighbors, and our team, HomeInZagreb reserves the right to:

  • Refuse new bookings or listings from clients whose behavior is not aligned with this Code.
  • Stop mediation between a tenant and landlord if communication becomes abusive or unsafe.
  • Not accept new inquiries from a tenant or landlord who has previously caused serious problems (non-payment, damage, aggression, harassment).
  • Inform relevant parties (for example landlord, tenant, or authorities) if the behavior may involve legal or safety risks.

This does not replace your legal rights under Croatian law or the courts, but it means we are not obligated to stay in the middle of every conflict, especially when people do not respect basic rules.

7. Respecting Croatian and EU Rules

Tenants and landlords are responsible for knowing and following:

  • Croatian laws about renting, residence registration, building rules, noise and safety.
  • Any relevant EU rules and local regulations that apply to foreigners, registration of stay, visas, etc.

HomeInZagreb can provide general information, but:

  • we cannot give official legal or immigration advice, and
  • we are not responsible for a tenant’s failure to register or follow immigration procedures, or for a landlord’s breach of regulations.

Everyone must take responsibility for their own legal obligations.

8. Our Goal

Our goal is simple:

  • Tenants: to have a safe, clean, stable home where you can study, work and enjoy Zagreb.
  • Landlords: to have reliable tenants who pay on time and take care of the property.
  • HomeInZagreb: to be a strong, fair partner that supports both sides and avoids unnecessary problems.

If everyone follows this Code of Conduct,
we all spend less time on conflicts and more time on what matters:
living well, renting responsibly, and making Zagreb a good experience for everyone.